Should I Outsource My Customer Service?

If you're reading this then you understand the importance of providing excellent customer service. It can make or break your reputation in the market. But how do you know when it's time to outsource your customer service operations? By reviewing key customer service metrics, you can make an informed decision that will benefit your business in the long run.

 

Customer Satisfaction Rate (CSAT)

One of the most important metrics to consider is your CSAT. If your current in-house customer service team are struggling to keep customers happy and satisfied, it may be time to consider outsourcing. A low customer satisfaction rate can lead to negative reviews and a decrease in customer loyalty.

 

Response Times

Another crucial metric to analyse is your response times. Are customers waiting too long to get a response to their inquiries or complaints?

Review your First Response Time (FRT) and Average Response Time (ART).

• Response times over 24 hours suggests your team are struggling to meet the demand of your customers.
• Response times between 12-24 hours are average. If you're in this timeframe, consider is being average good enough to set your brand apart from competitors?
• Response times under 4 hours mean your team are doing a great job and deserve a gold star!

Outsourcing customer service to a specialised team can help improve response times and ensure that customers are getting the support they need in a timely manner.

 

Backlog

You definitely should be actively reviewing your ticket numbers and what backlog exists by the time your support team are clocking off.

When looking at your backlog, break it down into 2 areas, unaswered backlog consists of tickets yet to receive a first response. A backlog of unresolved tickets are ones that remain open and unsolved by the end of the day. 

• A backlog of unanswered tickets is a clear indicator of staffing issues
• A backlog of unresolved tickets suggests your team are struggling to meet current demand and may be stretched too thinly.

 

Business Hours & Times Available

Review your ticket data and look at what % of customers are contacting you for support outside of your core hours. If you're receiving a large amount of customer support inquiries outside of your core hours then it's contributing towards your backlog and your customers would benefit from extended support hours. 

 

Cost Efficiency

Cost efficiency is also a key factor to consider when deciding whether to outsource customer service.

• Review your current cost per contact.
• Review (if applicable) your current support cost per order.

By outsourcing, you can often save money on overhead costs associated with maintaining an in-house team. Outsourcing can also provide access to specialised expertise and technology that can improve the overall quality of your customer service operations.

 

Scalability

If your business is experiencing rapid growth, you may find that your in-house customer service team is struggling to keep up with the increased demand. Outsourcing can provide the scalability you need to handle a higher volume of customer inquiries and support requests without compromising on quality.

By carefully analysing these customer service metrics, you can determine whether outsourcing is the right choice for your business. Remember, the goal is to provide the best possible customer experience while also optimising your operational efficiency. Outsourcing customer service can be a strategic decision that helps your business thrive in a competitive market.